Naveen Gamini

Experience

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  WINCOR NIXDORF LTD

  Aug 2015 - Jul 2017

  Information Technology Support Analyst

  •Oversaw global service operations for financial and retail technology solutions, including POS systems, cash management, and retail applications for front and back-office use.•Managed incidents and service requests in Oracle CRM and Jira, ensuring accurate documentation and effective communication with customers for timely resolution.•Diagnosed and resolved issues reported by first-level agents or monitoring systems, maintaining secure and efficient operation of servers, POS systems, EFT terminals, barcode scanners, and other hardware.•Performed technical analysis of software and systems using remote tools like RDP and VNC, prioritizing tasks based on SLAs for timely issue resolution.•Conducted root cause analysis of application bugs and escalated network or vendor-specific issues to relevant teams for further action.•Provided product training and remote assistance to on-site Field Service Engineers for Diebold Nixdorf software and hardware. Show less

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  Diebold Nixdorf

  Aug 2017 - Sept 2021

  •Successfully relocated the Delhaize project from Brussels to Warsaw, ensuring a smooth transition.•Resolved currency discrepancies for retail and banking clients, including IKEA ,ING Bank, EDEKA, POCO, OXXO etc.•Diagnosed and resolved IT issues using advanced tools, minimizing disruptions.•Provided real-time support via Citrix and coordinated on-site assistance with engineers.•Collaborated across teams to improve issue resolution and processes, while escalating complex cases for timely action.•Managed support requests, ensuring efficient problem-solving and enhanced customer satisfaction. Show less •Coordinated and conducted training programs for new hires, ensuring they gained essential system knowledge and skills.•Created and maintained user-friendly instructional materials, including guides and manuals for software and hardware.•Assessed training needs to deliver tailored sessions that enhance skills and system proficiency.•Shared ongoing technology tips and best practices to update employees on tools and features.•Evaluated new products for relevance, ensuring alignment with organizational requirements.•Provided personalized support to employees via email and phone for system-related queries.•Maintained accurate help desk records by logging tickets and incidents following established procedures. Show less

  • IT Support Specialist Line 2 & Cash Management Analyst II

    Aug 2018 - Sept 2021

  • IT Service Desk Trainer

    Aug 2017 - Jul 2018
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  Deployflow

  Oct 2021 - Dec 2022

  Application Support Engineer

  •Administered user access permissions to maintain security and appropriate access control.•Developed and maintained knowledge base articles, empowering users with guidance on common issues and processes.•Provided advanced technical support, troubleshooting complex issues alongside team members to implement effective solutions.•Optimized systems, processes, and knowledge resources to improve efficiency and support quality.•Utilized remote management tools for deployment, repairs, and system maintenance, ensuring seamless functionality and minimizing downtime.•Delivered flexible technical support and handled various tech-related tasks to meet organizational needs.•Managed incoming requests from first-level agents and customers, ensuring timely resolution or escalation as necessary. Show less

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  Diebold Nixdorf

  Nov 2021 - Sept 2023

  Software Deployment Specialist

  •Deployed software updates, patches, and configurations for IKEA stores globally, ensuring accurate and timely implementation.•Managed software and hardware configuration changes to align with operational standards across IKEA locations.•Provided remote support to on-site technicians, assisting with installations, troubleshooting, and issue resolution.•Scheduled and coordinated technician visits for hardware installations, updates, and ongoing maintenance.•Collaborate with internal teams at Diebold Nixdorf (DN) and IKEA to align on software and hardware changes, ensuring smooth and coordinated implementation. Show less

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  Sharp Europe

  Jan 2023 - now

  IT Project Manager

  •Designed and managed customized VoIP telephony solutions tailored to client requirements, ensuring seamless communication systems.•Acquired hands-on experience in using and configuring Telco and Gamma telephony systems, ensuring efficient communication solutions and seamless integration.•Created and maintained comprehensive training materials and documentation to guide clients in effectively using VoIP telephones.•Conducted thorough testing of system updates and changes to ensure functionality and reliability before deployment.•Coordinated timely deployment of VoIP projects, collaborating closely with field service engineers and clients to meet deadlines and expectations.•Configured and updated firewall settings as needed to ensure optimal integration and performance of the VoIP system. Show less